Bilingual Service Associate

**_We are a _**_leading financial services provider committed to making decisions easier and lives better for our customers and _**_colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. _**_To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today. _**

**Working Arrangement**

Hybrid

**Job Summary (Primary purpose of this Role)**:
The Mutual Fund Operations team provides investors with quality operational services, including the processing of financial and non-financial transactions through trade acceptance, placement and settlement and preparing outbound phone/fax/mail communications to advisors and dealerships. Our strong customer service focus is reflected in our vision: to be an industry service leader by exceeding customer expectations through the strength of our people and technology.

Reporting to the Manager of Mutual Fund Operations, the Service Associate will be accountable for the processing of Mutual Fund financial and non-financial transactions including:

- Communications related to transactions that are not in good order
- Quality Control for all routine transaction types
- Daily bulk settlement and payment
- Reports related to business unit controls and critical overview of workflows with full adherence to requirements for sign off and storage/retention.
- Support to other business areas such as Call Centre, Distributor Services and Technical Support is required at this level.

This role is primarily accountable for processing and communications. Progress will be made towards full proficiency and sound business knowledge regarding all complex transaction types within this product line.

Dedication to maintaining the outlined service levels and quality and productivity standards is required and will be used to measure success.

**Key Accountabilities**
- Daily processing and reporting for Mutual Fund financial and non-financial transactions
- Communications related to transactions that are not in good order
- Quality control for all routine transaction types
- Daily bulk settlement and payments
- Identify and escalate exceptions with recommendations to appropriate resource
- Support on escalated cases as assigned and able to work effectively with business partners and leaders to resolve issues
- Accurately handle increasingly complex client service requests at initial point of contact utilizing multiple administrative systems within the defined service standards
- Identify opportunities and make recommendations to improve operational process and practices.
- Take a proactive role in identifying and reporting areas of continuing client concern (trends) and make recommendation to help develop and implement strategies to resolve the issues to improve the service experience.
- Responsible for contributing to a strong collaborative team and building customer working relationships while providing excellent customer service.
- Keep current with company policies, procedures and maintain processing knowledge
- Meet or exceed accuracy and service excellence measures

**Job Requirement (Knowledge, Skills & Competencies)**:
**What You Bring to The Role**
- Previous successful experience in a Mutual Fund processing role
- Customer obsession mindset
- Commitment to achieving high levels of service excellence and ability to work independently or within a team and with mínimal direction
- Strong communications skills (verbal and written) in English and French.
- Analytical and problem-solving skills assuming responsibility and taking ownership until resolution
- Sound knowledge of the Mutual Fund industry, policies, procedures, and concepts - Canadian Investment Funds Operations Course (CIFOC) is an asset
- Organizational/prioritization skills to be able to work in a fast-paced environment and manage change in priorities
- Strong attention to detail
- Ability to work under pressure, prioritize workload and adapt to changing circumstances
- Learn new information quickly and collaborate effectively with internal and external partners
- Excellent written and verbal communications skills, proof reading skills and documentation skills
- Available to work overtime based on seasonality
- i.e., RSP season
- Financial services experience is required
- Bilingual (English and French) is required

**What motivates you?**
- Obsessing about customers, listening, engaging and act for their benefit.
- Thinking big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work envir